Daniel O'Brien
Robertsdale,AL
Summary
Proven leader with a track record of enhancing team productivity and customer satisfaction at Cable Options. Skilled in operations management and relationship building, adept at resolving complex issues, leading to a 20% increase in customer loyalty. Expert in training and development, ensuring high standards of team performance and effective vendor relations. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
General Manager
Cable Options
01.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
Team Leader Manager/Technician
Secure Vision
11.2012 - 01.2021
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Championed employee development programs that led to internal promotions and increased retention rates.
- Implemented training programs to maximise team member development and potential.
- Facilitated meetings to communicate team performance goals and results.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Organized work to meet demanding production goals.
Construction Worker
Southeastern Construction And Designs
03.2011 - 11.2012
- Utilized hammers, saws, squares, levels, and fastening devices to complete projects.
- Maintained clean and organized job sites, contributing to a safe working environment for all employees.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Operated power equipment to move materials and promote job efficiency.
Dish Network Technician
Satellites Unlimited
01.2000 - 02.2011
- Reduced downtime between appointments by planning efficient travel routes based on daily schedules.
- Demonstrated expertise in diagnosing hardware and software malfunctions, resulting in swift resolutions for customers.
- Streamlined the installation process for customers by utilizing effective time management skills.
- Implemented creative solutions for challenging installations, customizing setups based on individual customer needs.
- Established trust with clients by maintaining professionalism in appearance and demeanor throughout all interactions.
- Provided exceptional customer support, following up post-installation to address any issues or concerns.
- Improved customer satisfaction by providing timely and efficient installations of Dish Network systems.
- Increased customer retention with excellent communication skills, addressing concerns and answering questions regarding Dish Network services.
- Delivered thorough training to customers on how to use their new Dish Network equipment and navigate programming options.
- Assisted in inventory management, maintaining an organized stock of necessary tools and equipment for job completion.
- Installed wiring, cabling and networking hardware on customer premises.
- Performed preventive maintenance of telecommunications equipment.
- Coordinated installation of new users and relocations of existing users.
Factory Worker
Vulcan Signs
09.1995 - 01.2000
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained a clean and safe workspace by adhering to safety protocols and regularly organizing the factory floor.
- Collaborated with team members to meet daily production quotas, promoting a positive work environment.
- Carefully packaged finished products and prepared for shipment.
- Participated in training sessions to enhance skills and knowledge.
- Unloaded and loaded items from conveyors, machines, and conveyances.
- Operated various types of machinery, including conveyors and packaging equipment, contributing to efficient workflow.
- Performed quality checks on finished products to identify and address discrepancies.
Military Soldier
U.S Army
06.1991 - 08.1995
- Maintained physical fitness levels to meet demanding operational requirements and ensure optimal performance under challenging circumstances.
- Strengthened morale among fellow soldiers through active listening, empathy, and encouragement in difficult situations.
- Upheld high standards of professionalism both on-and off-duty representing the US military with honor at all times.
- Developed strong leadership skills through rigorous training and hands-on experience in high-pressure situations.
- Conducted regular maintenance of equipment and vehicles, ensuring maximum reliability and readiness for mission-critical tasks.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Participated in joint exercises with allied forces to improve interoperability and strengthen partnerships.
- Coached and mentored new recruits for motivated, high-performing teams.
- Secured and protected military property, assets, and personnel.
- Risk-assessed environments and implemented appropriate security measures.
- Operated and maintained armored vehicles.
- Maintained required level of proficiency in use of firearms.
- Dealt with inter-company conflicts to remove obstacles to troop readiness.
- Oversaw utilities manual records to perform stock control and accounting duties.
Education
High School Diploma -
Robertsdale High School
Robertsdale, AL1991
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Effective leader
- Training and coaching
- Customer Relations
- Training and Development
- Relationship Building
- Inventory Control
- Customer Relationship Management
- Vendor relationships
Timeline
General Manager
Cable Options
01.2021 - Current
Team Leader Manager/Technician
Secure Vision
11.2012 - 01.2021
Construction Worker
Southeastern Construction And Designs
03.2011 - 11.2012
Dish Network Technician
Satellites Unlimited
01.2000 - 02.2011
Factory Worker
Vulcan Signs
09.1995 - 01.2000
Military Soldier
U.S Army
06.1991 - 08.1995
High School Diploma -
Robertsdale High School